What is Customer Satisfaction Score CSAT?
And how can HappyOrNot help you measure it
What is Customer Satisfaction score CSAT?
It is a key metric used to measure how satisfied customers are with a company’s, products, services or experiences. The Customer Satisfaction Score (CSAT) measures a customer’s satisfaction with a single purchase or interaction, preferably taken near the time of experience.
While the question is not prescribed it is usually measured by asking a simple question like ‘How satisfied were you with your experience? Customers then select from a scale to show their satisfaction, again the scale is not prescribed.
The timing of CSAT surveys is after an experience, preferably as close as possible to the time so memories are clearer.
Measuring customer satisfaction with CSAT
CSAT is calculated by adding all the positive responses and dividing by the total responses and expressed as a % .
The upside of CSAT is that is easy to understand and therefore easy for respondents and generally easy to tie the feedback to a specific experience point.
Because CSAT can be measured at a point in time it can be asked across multiple touch points in the customer journey, think online booking, instore interaction, delivery and after sales service.
The benefits of CSAT are that because the feedback its associated with a moment in time and a customer experience point it allows you to remedy issues on specific products or services.
What type of organisations use CSAT? CSAT’s are usually triggered after completion of a sale, appointment, support offering
The limitations of CSAT
Downsides of CSAT measurement are asking for feedback too often. If you have customers who transact often, and you are asking for feedback after every transaction you may find the response rate is low or even worse you may lose the customer. The method you use to collect feedback will be important here as digital solutions may not work as well as physical options for this metric. See here where we discussed how that next email survey could be your last interaction with your customer.
How HappyOrNot can help with CSAT.
HappyOrNot can capture feedback at different points in the customers journey, whether electronically using our digital solution or in person using one of our Smiley Kiosks which fits the CSAT methodology.
The feedback attributed to an experience point (An experience point is a term used by HappyOrNot to denote a location of a kiosk in a CX journey i.e. Exit, Toilets, Salad bar, Reception etc) and time of day allows companies to quickly make changes to their service to improve their customer satisfaction score, see here how organisations are doing that with HappyOrNot.
One of the benefits of HappyOrNot is that you can also ask for feedback from those who didn’t purchase from you, who technically aren’t your customers. These feedback often provide you with great insights. Where alternative survey mechanisms like NPS focuses on asking customers only.
A downsides of CSAT is over surveying customers. We’ve all received that survey from that company who we transact with often and add it to our junk folder. Because HappyOrNot is simpler to interact with customers don’t see it as an inconvenience when providing feedback thus negating one of the perceived issues with CSAT measurement.
Another of the perceived downsides to CSAT are that people in the neutral and dissatisfied categories don’t fill out surveys, because of the simplicity of HappyOrNot you will capture those people also, not just the extremes.
So while HappyOrNot can do a great job of measuring NPS of your customers it really shines in measuring CSAT and CES across the different experience points of your customers journey and removes some of the downsides with other methods for measuring these metrics.
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Frequently Asked Questions
Customer feedback is invaluable for enhancing customer satisfaction and loyalty. It provides insights into areas of improvement, helping you make data-driven decisions that can positively impact revenue and overall customer experience.
No, our user-friendly Smiley system makes collecting feedback seamless. Whether it’s at physical locations, on mobile devices, websites, apps, or through email, the process is quick and efficient, ensuring minimal disruption to your staff’s daily operations.
Choose your question based on what aspect of your service you want to measure. If you have a very specific question such as “How did you find our coffee?” you will only get feedback concerning coffee – nothing about tea or other beverages, not to mention about something completely different, such as the waiting time or attitude of the staff.
Don’t worry, we have listed survey question best practices and commonly used questions in our handbook.
HappyOrNot feedback terminals are designed with ease of use in mind. It is very quick, easy, and engaging to give feedback. Feedback is given in the moment of the experience which increases the potential for getting feedback. We believe in simplicity of design that maximizes feedback volumes and our customers’ results prove this. Our customers keep on reaching unbeatable response rates.
We also provide support and learning opportunities for our customers to help them succeed. See this short video where we talk about how to successfully measure customer experiences.
Push My Button provides a straightforward data dashboard displaying key metrics and performance indicators. Additionally, our Reporting Analytics Portal and Customer Experience Consulting allow you to dive deeper into customer insights and spot trends to make informed decisions.
Find out more here on the page HappyOrNot Reporting Portal
Absolutely! Our platform is designed to be flexible and customizable. Whether you operate a single store or a chain, our solutions can be tailored to meet your specific requirements, ensuring a comprehensive understanding of customer sentiments and aligning with your business goals.
Yes, the feedback data in Analytics updates as the feedback flows in, so you can check the performance throughout the day and always be up-do-date. You can also set alerts to be notified automatically of a certain amount of negative feedback, for example.
Net Promoter Score®, or NPS®, is a widely used and recognized customer experience measurement system. It is calculated by using the answer to a key question, using a 0-10 scale. HappyOrNot NPS Index aims to transform HappyOrNot’s 4-smiley-button system into the Net Promoter Score® system. It is not exactly the same, however, it is compatible with the Net Promoter Score® system.
No. There is a protected SIM card inside Smiley Touch, which automatically uses a mobile network to send data to HappyOrNot Analytics
Smiley Touch and Smiley Digital currently support 37 different language options. However, it is possible to set up a survey in other languages with character support.
HappyOrNot Analytics is currently available in 19 different language options.
Yes. HappyOrNot supports Single sign-on using the SAML 2.0 standard, allowing our customers to use two-factor authentication in their own security set up. Our Single sign-on allows your users and administrators to log in to HappyOrNot with the most common identity and access management tools such as Microsoft Azure AD, Okta, AWS SSO, and Google improving your security and password management as well as making it easy for the users.
We have defined security design principles, and network security design principles in place, that define the baseline for the implementation, usage, and storing of data. Additionally, guidelines for workstation, mobile and password security define the security policies and best practice related to security. On top that that, we have instructions in place to avoid and mitigate security incidents.
We have 100% of infrastructure as code, which means that in an event of AWS system failures, we can recreate the needed infrastructure in a reasonable time frame. Snapshots stored on another AWS account would be used to restore every database to avoid compromising the main account.
HappyOrNot is a full solution comprised of the hardware, the software, and the service. With us, you don’t have to solve all your problems alone, we are there to help you along the way.
Every customer gets onboarding to get started. There are also excellent self-learning opportunities, we have an extensive Help Center with trouble shooting and how-to guides, an online Handbook for best practice and tips and tricks, as well as in-app support for immediate help at your fingertips. We also offer global customer and technical support. Depending on your subscription, you might also have your own customer success manager who will make sure you get the best out of HappyOrNot.
HappyOrNot is an established market leader for in-the-moment feedback, with over 1.5 billion feedback data points collected over time. This gives us a lot of accumulated knowledge as well as provides unmatched benchmarking and comparison data insights to our customers.
Our partner network extends our local knowledge to markets where we don’t have own presence. And our solid supply chain allows us to take care of both large international deployments as well as smaller local needs.
The ease of use ensures maximum feedback volumes and usability of the data. The scalability of the product offers you the perfect solution to fit your personalized needs.
Absolutely a key question and we don’t mind telling you either. You can get a HappyOrNot kiosk for less that a coffee a day! Find out all the pricing information you need to know here HappyOrNot Pricing